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Is this normal for Service Intelligence? Anyone else having contact problems?

March 07, 2011 05:29PM
I have had to use their website message center in the past and always got a response. Last week I accidentally clicked on the wrong date range for a shop and immediately sent a message saying I couldn't complete it during that range and had intended to accept during the second date range also offered. That was 3/3 (Thursday) in the early am. No response, then no response on Friday and here I sit past noon EST on Monday. I sent a second message and they are both showing.
Any ideas? Is this typical?
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March 07, 2011 09:18PM
It is not typical, though it is more frequent since April 2010 when the operations were moved from Canada to NC. The NC crew seems to have some issues getting their act together.
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March 07, 2011 09:25PM
Yes, I have been getting the emails for a certain shop I have done monthly. I applied )self-assign) and it was put on my area to do. I did the shop, went to input report and shop was removed. Total error on their part, and now no one will answer my emails. I wrote on the site to no avail. I would eat there anyway, but still....

Live consciously....
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March 08, 2011 04:14PM
Thanks Flash and Irene. I left my third message a couple of hours ago. It is the 5th day since I started trying. I hope they are still in business and not being held hostage or something.
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March 08, 2011 06:25PM
I had the same issue Annie. I sent various messages through the info centre and I've sent more messages to three people last week regarding an issue I have been having with them regarding a discrepancy in some of the jobs I did in January and I have not been able to reach anyone. I have also left voicemails and still no response.

My issue is that they believe I did two overlapping jobs in January but there is no way because my receipts and backup documentation do not site any such issue. In any case I really want to speak to someone and no one will get back to me.

I hope you have better luck and if you do get in touch with someone please let us know! Its starting to get frustrating.

Edited 1 time(s). Last edit at 03/08/2011 07:16PM by mysteryshopper87.
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March 08, 2011 07:01PM
:^)

Edited 1 time(s). Last edit at 03/08/2011 08:12PM by Flash.
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March 08, 2011 07:16PM
my apologies. I was on a rant and completley overlooked this.

Thanks

Edited 1 time(s). Last edit at 03/08/2011 07:16PM by mysteryshopper87.
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March 08, 2011 07:30PM
Phone numbers I show for Service Intelligence are 704-414-5659 or 1-800-528-5745
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March 08, 2011 10:08PM
I finally got a response via the message center on my 3rd attempt in five days. My issue was minor - just a shop I had scheduled for the wrong date range and it is resolved. Thanks to you, Flash, for giving us the phone numbers. I'll keep them on file. I can understand a company wanting to use this sort of website message center and it has been my experience that Trendsource responds pretty reliably and rapidly to anything sent with their system. However, it seems like SI really needs to see what is causing the problems with theirs. Thanks to all for your help - as always, you are great group.
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